Difference between revisions of "Task Category"
From crazysales
| Line 43: | Line 43: | ||
|style=|- CSR checks Google reviews and contacts customer for resolution | |style=|- CSR checks Google reviews and contacts customer for resolution | ||
|- | |- | ||
| − | ! scope="row"| | + | ! scope="row"|System Events |
| − | |style=|- | + | |style=|- Processing order issues before dispatch |
|- | |- | ||
| − | ! scope="row"| | + | ! scope="row"|Technical Query (Outside PH) |
| − | |style=|- | + | |style=|- CSR coordinates an inquiry/case with Purchasing / Developer / Technical team |
|- | |- | ||
| − | ! scope="row"| | + | ! scope="row"|RMA APPROVAL |
| − | |style=|- | + | |style=|- CSR submits RMA request and Approver checks and approves |
|- | |- | ||
| − | ! scope="row"| | + | ! scope="row"|Return to Warehouse Orders |
| − | |style=|- | + | |style=|- Warehouse updates files of items received and CSR reviews and processes resolution to the case |
|- | |- | ||
| − | ! scope="row"| | + | ! scope="row"|OOS (WH/DropShip) |
| − | |style=|- | + | |style=|- Warehouse files or Dropship team sends a request to CSR to contact customer for a resolution for an out of stock item |
|- | |- | ||
| − | ! scope="row"| | + | ! scope="row"|Cross Department Request (Non Voice) |
| − | |style=|- | + | |style=|- Requests from other department outside PH to contact customer for resolution using non-voice means |
|- | |- | ||
| − | ! scope="row"| | + | ! scope="row"|Interdepartment Request |
| − | |style=|- | + | |style=|- CSR (voice) request to Special Store CSR to use portal to contact the customer |
|- | |- | ||
! scope="row"|xxx | ! scope="row"|xxx | ||
Revision as of 00:36, 1 August 2023
| TASK CATEGORY | DESCRIPTION/SUB-CATEGORY |
|---|---|
| Spam Checking |
- Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam') |
| eBay Order Issue | - Issues arising from eBay portal
- eBay Backend not pulling data from CS Backend (Uploading tracking number) |
| eBay Late Shipment Defect | - Appeal to eBay to remove a late shipment defect |
| eBay Messaging | - Outgoing message sent to an eBay customer or to eBay Customer Service via eBay portal |
| Kayako Tickets | - Regular Queue (AU/NZ/UK/US) |
| Chat (Kayako) | - Regular Chat in Kayako |
| Chat (Facebook) | - Chat using Facebook Messenger |
| Offline Chat (Messages and Surveys - Kayako) | - Customer chats/Survey with inquiry and needs CSR response/resolution |
| Courier Inquiry (Non Voice) | - Incoming email from courier for customer case resolution
- Follow-up cases for loss cases |
| On Hold Orders | - Checking On Hold orders that are more than 24 hours |
| Product Review (CS Backend) | - Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend |
| Product Review (Google) | - CSR checks Google reviews and contacts customer for resolution |
| System Events | - Processing order issues before dispatch |
| Technical Query (Outside PH) | - CSR coordinates an inquiry/case with Purchasing / Developer / Technical team |
| RMA APPROVAL | - CSR submits RMA request and Approver checks and approves |
| Return to Warehouse Orders | - Warehouse updates files of items received and CSR reviews and processes resolution to the case |
| OOS (WH/DropShip) | - Warehouse files or Dropship team sends a request to CSR to contact customer for a resolution for an out of stock item |
| Cross Department Request (Non Voice) | - Requests from other department outside PH to contact customer for resolution using non-voice means |
| Interdepartment Request | - CSR (voice) request to Special Store CSR to use portal to contact the customer |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
| xxx | - xxx |
